POLICY PURPOSE:

Kellimni.com seeks to provide a responsive service to meet the needs of youngsters who are suffering from any form of social exclusion, abuse, neglect, and/or psychological difficulties and/or are in need of emotional, moral and social support.

The purpose of this policy and procedure is to outline Kellimni.com’s commitment to a transparent and fair process that encourages and welcomes service users, volunteers, trustees, individuals and organisations to provide constructive feedback and comments, including complaints, about the service that has been provided.

Kellimni.com is committed to ensuring that any complaints we receive are handled in a way that is responsive, fair and courteous and that respects the privacy of the person making the complaint. A complaint for the purpose of this policy is an expression of dissatisfaction about the service, whether it is found to be justified or not.

It’s important that we know about any problems so we can deal with them quickly and effectively.

All feedback, comments and complaints will be collated and evaluated to attain, maintain and improve the quality of services that we offer.

HOW TO COMPLAIN:

Informal complaints:

If you have a comment or complaint about the operator that you are interacting with via chat, email or smartmessaging, it should be immediately discussed with the operator involved, who should attempt to resolve it. A complaint made informally may be followed-upin the same manner as complaints made formally should it be deemed to be of a serious nature.

Formal complaints:

Where it cannot be resolved informally, OR the complaint is of a serious nature, you can send an email to the Kellimni.com Coordinator, who will investigate with a view to resolving the situation.  To complain please Email james@kellimni.com with all the details listed above and write Complaint in the subject box.To help us deal with your complaint effectively you should include details of what the problem is, how it occurred, how it has affected you and what you consider we should now do to put the matter right or prevent it happening again. You should also include details of the time and date of your chat, email or SmartMessage, your name and a contact number or address so that we may respond to you.

All team members will do everything they can to put things right.

COMPLAINT FREQUENTLY ASKED QUESTIONS

How will you deal with my complaint?

Complaints often differ in nature and complexity and in dealing with any complaints made in accordance with the Complaints Procedure we will seek to apply three basic principles.

• To investigate as quickly and impartially as possible.

• To provide you with a full response outlining the findings of the investigation and wherever possible resolving the matter to your satisfaction.

• To keep the steps of the Complaints Procedure, as set out below, separate from each other.

What are the steps of the Complaints Procedure?

We will acknowledge your complaint within 3 working days of its reception via the medium of your choice. This could include the following:

  • interviewing the person/s affected

  • interviewing any witnesses

  • interviewing any staff involved

  • contacting any third party for further information.

Will I receive feedback about my complaint?

The outcome of the complaint will be issued within 14 working days following the investigation via the medium of your choice. Any extension to this time will be made with the agreement of the person making the complaint. Where an extension is not agreed, the coordinator will make their report and recommendations on the information available to them.

 The response may include the following depending on the circumstances and investigation findings.

  • a history of the complaint

  • who was involved

  • action taken to investigate the incident

  • a summary of findings

  • whether the complaint is upheld/partially upheld/not upheld

  • recommendations for further action if applicable

  • information regarding the next stage of the procedure, if appropriate

What if I am still not satisfied?

If you feel that the sitaution has not been staisfactorily dealt with, an appeal may be sent to the Kellimni.com Board up to 3 month following the communication of the outcome of the complait.

The Board can be contacted on info@sosmalta.org.

How long will Kellimni.com keep my complaint for?

A separate file will be maintained for complaints, including a complaints log and copies of all correspondence relating to the complaint. All complaints will be kept for a period of 5 years.